HGEM’s mission is to empower hospitality, and we firmly believe experience is at the heart of hospitality, which is why HGEM’s solutions, such as guest feedback sites and mystery guest audits, all focus on measuring and enhancing guest experience.
As the industry has become extremely competitive over the years, operators are increasingly drawn to solutions that help take the guesswork out of customer satisfaction and having comprehensive data that can be analysed is paramount to operational success. Based on our findings, operators that engage in improving guest experience through the Hub – HGEM’s guest experience management platform – see a 5-10% increase in guest satisfaction scores and a boost in NPS between 3 and 8 points within the first year.
We also have found that operators who involve their teams in the process, see better results. It can be incredibly empowering for teams to see the changes they make within the business to yield tangible results, which puts them in the right mindset to do even better!
In this episode, Chris & Kieron tackle data-driven operations. Data is vital to driving decision making but how you use the data and influence those around you is even more important.